Refund & Cancellation Policy

This Refund & Cancellation Policy (“Policy”) sets out the terms under which HEPTADEV Ltd (“HEPTADEV”, “we”, “us”, or “our”) processes refunds and cancellations for payments, transactions, and services made through our platform. By using our services, customers and merchants agree to the terms of this Policy.

This Policy applies to all payments processed through HEPTADEV's platform, including but not limited to:

• Card and mobile money payments
• Bank transfers and bulk payments
• Payment links generated on behalf of merchants
• Subscription or recurring billing arrangements, where applicable

Customers may be eligible for a refund where:

• A payment was made in error or was duplicated;
• A transaction was unauthorised and reported promptly;
• Goods or services paid for were not delivered by the merchant as agreed;
• The merchant has approved and authorised the refund request.

Refund requests relating to the quality, delivery, or fulfilment of goods and services remain subject to the policies of the merchant from whom the goods or services were purchased. HEPTADEV facilitates the payment processing and refund mechanism but is not responsible for the underlying merchant-customer relationship.

1. Submit a refund request via info@heptadev.com or the designated support channel, including the transaction reference, date, and reason for the request.
2. HEPTADEV will acknowledge receipt of the request within 2 business days.
3. Where merchant approval is required, HEPTADEV will liaise with the relevant merchant to confirm the request.
4. Approved refunds will be processed within 10–45 business days, depending on the originating payment method and the policies of the issuing bank or mobile money operator.
5. Refunds will be issued to the original payment method or account used for the transaction, wherever possible.

The following are generally not eligible for refund:

• Transaction or processing fees charged by HEPTADEV, unless the transaction itself was made in error by HEPTADEV;
• Payments for services already fully rendered and accepted by the customer;
• Refund requests submitted after the applicable claim window has expired (see Section 7).

Refund and dispute requests must be submitted within 30 calendar days of the original transaction date. Requests submitted after this period may not be processed, except where required by applicable law or card network rules.

Where a customer raises a dispute or chargeback directly with their bank or card issuer, HEPTADEV will cooperate with the relevant financial institution and merchant to investigate the claim, in line with applicable card network and regulatory requirements.

HEPTADEV may update this Policy from time to time to reflect changes in our services, payment partners, or applicable regulation. Updates will be communicated through our official channels and will apply to transactions made after the effective date of the revised Policy.

For refund or cancellation requests, please contact:

The following terms apply specifically to subscriptions to SchoolNet Global, the school management platform operated by HEPTADEV. They supplement the sections above; where there is any conflict for a SchoolNet subscription, this section prevails.